Company Statement
EmblemHealth is one of the nation’s largest not for profit health insurers, serving members across New York’s diverse communities with a full range of commercial and government-sponsored health plans for employers, individuals, and families. With a commitment to value-based care, EmblemHealth partners with top hospitals and doctors, including its own AdvantageCare Physicians, to deliver quality, affordable, convenient care. At over a dozen EmblemHealth Neighborhood Care locations, members and non-members alike have access to community-based health and wellness guidance and resources. For more information, visit emblemhealth.com.
Lead Specialist, Workforce Systems Admin. & Support
Education, Training, Licenses, Certifications
• Bachelor’s Degree in Management Information Systems, Computer Science, Engineering, or relevant field.
• Certification/training in Genesys ACD / IVR Administration and Development preferred.
• Professional certifications in project management / Scrum Master preferred.
Relevant Work Experience, Knowledge, Skills, and Abilities
• 5 – 8+ years of relevant, professional work experience.
• 3 – 5+ years of technical/support experience in a mid to large scale contact center (>500 plus agent seats).
• 3+ years in Call Center Telephony and/or Workforce Management systems administration and support.
• 2+ years’ experience in developing or maintaining Call Flow, IVR Programming in Genesys, or Aspect, Nice InContact, Cisco, etc., platform(s).
• 2+ years’ experience working with Workforce Management systems such as Verint, IEX, eWFM.
• Additional experience/specialized training may be considered in lieu of educational requirements.
• Strong systems proficiency and troubleshooting skills.
• Ability to effectively manage multiple projects/tasks with conflicting priorities and deadlines.
• Ability to interpret healthcare / HIPAA policies and regulations effectively.
• Ability to conduct quantitative data analysis.
• Attention to detail and ability/willingness to help other staff members from all levels.
• Ability to prioritize in a fast-pact environment and learn and retain new information quickly.
• Strong communication skills (verbal, written, presentation, interpersonal).
• Strong business acumen and interest in using technology to improve customer experience
Security Disclosure
If you receive a job offer from EmblemHealth, the email will be from “HRTalentAcquisition” with the subject: “Offer of Employment for (job title) – Please respond online.” We will never ask you to join a Google Hangout, buy your own equipment, or pay to apply. We also do not use third-party email services like Yahoo or Gmail.
Pay Disclosure
At EmblemHealth, we prioritize transparency in our compensation practices. We provide a good faith estimate of the salary range for potential hires, which is based on key factors such as role responsibilities, candidate experience, education and training, internal equity, and market conditions. Please be aware that this estimate doesn’t account for geographic differences related to your work location. Typically, new hires may not start at the top of this range, as compensation is tailored to each individual's circumstances. For union positions, salaries will be determined according to the collective bargaining agreement. Join us at EmblemHealth, where your contributions are valued and supported by fair compensation.
EEOC Statement
We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.
Sponsorship Statement
At EmblemHealth, we are committed to building a diverse and talented workforce. However, we are unable to consider applicants who require, or are likely to require, either before or after hire, visa sponsorship for work authorization in the United States, including but not limited to H-1B, F-1 (STEM OPT), TN, or any other non-immigrant status. Some extremely rare exceptions may apply based on critical business needs.